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Clare Dunn

a few of our customers are getting the message "insufficient data on the image"

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We have 2 customers who are getting the message "insufficient data on the image" when trying to download our sage one PDF. I have added logos within the parameters of the pixel allowance and double checked that they are small enough. I have checked Adobe and there is advice for opening the invoice but not sending one. Is there a solution other than removing all our logos from the PDF

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  • 0

    Hi Clare,

    Thanks for using Community Hub.

    Can I ask you to try and send the invoice to yourself and see if the same error appears?

    If so can I ask which application you are using to open the PDF for example Adobe, Google chrome, Microsoft Edge?

    Regards,
    Stuart
    Sage UKI

  • 0 in reply to Stuart Avis

    This was one of the first things I did, we can open the PDFs with no issue, over 70 other customers don't have an issue. The customers have assured us that they have checked their side of things

  • 0 in reply to Clare Dunn
    SUGGESTED

    Hi Clare,

    Thanks for getting back to me so quickly.

    What I would ask you to confirm is how the customers that are being affected by this are opening the PDF, as mentioned above by Adobe, Google Chrome, Microsoft Edge, Safari etc. 

    1. Try to and open the PDF in Google Chrome.
    2. Download the invoice to their desktop or device,  then open the PDF in the prefered Browser for example Google Chrome or desktop application.


    If the issue continues I would request you to ask your customer the for the following information:
    1. To take a screenshot of the issue with the error message included.
    2. Browser they are using Google Chrome, Microsoft Edge, Safari etc.
    3. What default program does the PDF open in.

    When you have these details Contact us using the link below and we can investigate further;
    https://my.sage.co.uk/public/help.aspx?utm_source=findservicev2#/contact?locale=uk

    If this helps, please click Verify Answer.

    Regards,
    Stuart
    Sage UKI

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  • 0 in reply to Clare Dunn
    SUGGESTED

    Hi Clare,

    Thanks for getting back to me so quickly.

    What I would ask you to confirm is how the customers that are being affected by this are opening the PDF, as mentioned above by Adobe, Google Chrome, Microsoft Edge, Safari etc. 

    1. Try to and open the PDF in Google Chrome.
    2. Download the invoice to their desktop or device,  then open the PDF in the prefered Browser for example Google Chrome or desktop application.


    If the issue continues I would request you to ask your customer the for the following information:
    1. To take a screenshot of the issue with the error message included.
    2. Browser they are using Google Chrome, Microsoft Edge, Safari etc.
    3. What default program does the PDF open in.

    When you have these details Contact us using the link below and we can investigate further;
    https://my.sage.co.uk/public/help.aspx?utm_source=findservicev2#/contact?locale=uk

    If this helps, please click Verify Answer.

    Regards,
    Stuart
    Sage UKI

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